Health Coordination
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Key skills for this role
About the Role
Bupa is seeking a Health Coordination professional to serve as a point of contact for customer inquiries, ensuring high-quality service and provider compliance. The role involves handling complaints, building relationships with hospital staff, and maintaining professional standards.
Key Skills for This Role
Responsibilities
- Answer customer inquiries face to face, over the phone and email
- Ensure all calls and member requests are processed per company standards
- Follow up on inquiries to ensure resolution satisfies customer, hospital and company expectations
- Maintain knowledge of departments, network of hospitals, products and services
- Deal with customer complaints and resolve issues to fullest satisfaction
- Ensure hospital compliance with agreed standards and use of swipe card and fingerprint machines
- Establish excellent relationships with providers' insurance directors
- Conduct regular visits to front lines at point of service
Requirements
- Bachelor's degree in Business, Healthcare or equivalent in related medical field
- Healthcare, customer service, front desk experience
- Multi cultural with interpersonal and communication skills
- Commercial skills in combination with service focused mindset
Full Job Posting
Role Purpose
- Is responsible for answering customer inquiries face to face, over the phone and e mail, ensuring that all calls and member requests are processed as per the company standards and provide a competent, courteous, efficient and proactive point of contact for customers and hospital staff.
- Follow up as needed on all inquiries to ensure resolution satisfies customer, hospital and company expectations.
Key Accountabilities
- High level of customer service and professionalism: Follow customer service procedures, maintain thorough knowledge of departments, network of hospitals, products and services, deal competently with customer complaints.
- Team Support: Work effectively individually and as part of a team, contribute positively to team spirit.
- Providers' compliance: Ensure hospital compliance with agreed standards, utilization of swipe card and fingerprint machines, play support role for hospital staff.
- Complaints management: Solve customer complaints without further escalations, ensure proper follow up of recovery plan, enter complaints into tracker.
- Relationship building: Establish excellent relationships with providers' insurance directors, conduct regular visits to front lines, coordinate recognition mechanism.
- Professional appearance and commitment: Ensure office, customer area and personal appearance at highest level of cleanliness and professional look.
Skills
- Healthcare, customer service, front desk
- Multi cultural with interpersonal and communication skills, excellent planning
- Commercial skills in combination with service focused mindset
Education
- Bachelor's degree in Business, Healthcare or equivalent in related medical field.
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